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Senior Application Developer | ||||||||||||||||||||||||||
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Job Description | ||||||||||||||||||||||||||
Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!! Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. Our solutions help nearly 6,500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently. Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel. Our customers are located in 74 countries across Europe, Latin America, and North America. Senior application developer (official Aptean job tittle is Senior CS consultant) Job Summary: Provide application consulting and support to Aptean customers. Participate as a member of the implementation team to deploy new projects, and/or provide on-going support to their existing installation. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues. Manage customer expectations and foster positive business relationships with all customers. Requires interface with customers and other team members. May involve travel to customer sites. Duties: 1. Consulting Services a. Provide consulting services to customers based on Aptean’s service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
b. Effectively work on multiple projects simultaneously.
c. Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
d. Submit time and expenses punctually each week.
e. Maintain a professional appearance when onsite with customers.
f. May be required to design solutions and prepare design specifications.
g. Work with customers and Account Management team to uncover opportunities for additional products and services.
2. Incident Resolution
a. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
b. Take ownership of and follow-through with all priority customer incidents.
c. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
d. Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
e. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
f. Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
g. Determine when issues need to be escalated.
h. Set severity levels with customers.
i. Act as application expert for escalations.
j. Vet escalations for consistent application of escalation policy.
k. Recommend escalations for approval by Team Lead or Management.
3. Knowledge Management
a. Expand expertise within the product.
b. Attend training sessions offered and use self-study tools; assist with peer training as needed.
c. Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
d. Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
4. Communication
a. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
b. Ensure a professional communication manner when in-person or on the phone at all times.
5. Additional Duties
a. Participates in system and release testing and QA as needed.
b. Recommend improvements in Customer Solutions policies and procedures.
c. Additional duties as assigned by management.
Specifications:
If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today! |
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